ITIL Introduction

Manage Engine’s Approach to ITIL >

 

Most ITIL solutions in the market are too complicated. Let’s take an example where a customer wants to implement an ITIL solution. First, customers have to get ITIL consulting to define ITIL processes and align it with business goals. The next task is to buy ITIL software; most ITIL solutions offer incident, problem, and change management as different modules. Even after choosing the software it takes months for product consultants to implement the process. The cost and time factor to implement an ITIL solution drives SMBs away.

 

Manage Engine’s mission is to make ITIL simple so that every business can benefit from it. Manage Engine automates ITIL Service Support, without expensive consultants or shelling out on customization. When you install the products, you will get the ITIL Service Support framework with Incident, Problem, Change and Release Management framework built over a CMDB. You can get started from day one, with minimal configurations to suit you.

 

ITIL 管理技术的途径

 

目前，大部分常见的 ITIL 解决方案太复杂。举个要实施 ITIL 解决方案客户的例子，首先，客户必须咨询 ITIL 顾问，确定 ITIL 的流程和其实现的业务目标能够保持一致。接下来的任务是购买 ITIL 的软件，大部分 ITIL 的解决方案都提供事件、问题、变更几个不同的模块，即使在选择 ITIL 软件之后，仍需要几个月的实施过程。在成本和时间因素的作用下，使得 ITIL 的解决方案可推动企业的发展。

 

ITIL 使得技术管理变的简单，让业务都能从中受益。 ITIL 的服务管理能够提供自动技术支持，不用昂贵的顾问和定制方案。当您安装的 ITIL 软件之后，你将得到要比配置管理数据库还要好的，包括事件、问题、变更和发布管理框架的 ITIL 服务支持框架，你可以定制适合自身的、最精简的配置开始第一天使用。

 

What is ITIL? Facts and Not History >

 

A little history is essential here. ITIL is a framework of best practices to manage IT operations and services defined in the mid-1980s by the Government of Commerce, UK. ITIL’s main objective is to align business and Information Technology, allowing organizations to implement what is relevant to their business. ITIL is just documented common sense from years of learning from helpdesk managers around the world.

 

什么是 ITIL 发展的经过？

 

关于 ITIL 的由来， ITIL 是在 80 年代中期由英国政府商务部确定，用最佳实践的框架来管理 IT 业务和服务。 ITIL 主要目标是平衡业务和信息技术，以企业相关业务为导向。 ITIL 是从世界各地多年的桌面管理的经验中总结出来的理念。

 

Q:ITIL is not a standard.

A:Consider it good advice from IT Managers who have been there. It is up to you to take it or not. You can implement ITIL the way it works best for you.

Q:You cannot get your company ITIL-certified.

A:If you are targeting certification, you must get ISO 20000 and BS 15000 standards, based on ITIL.

Q:There are no ITIL-compliant products.

A:No one can certify products as ITIL-compliant. It is common for people to refer to Pink Elephant’s certification.

Q:ITIL is for small, medium and large companies.

A:It’s true! Anyone can implement ITIL. It makes sense when the size of your helpdesk team is more than 5.

Q:ITIL is not from a single company or person.

A:ITIL is not backed by a single company or person. There is no profit motive or personal promotion.

 

问： ITIL 不是一个标准。
答：它是由 IT 经理的建议获得的。你可以决定是否实施 ITIL ，用最适合你的方式去应用。
问：你的公司不用获得 ITIL 认证。
答：如果你想获得管理认证的话，您必须取得 ISO 20000 和 BS 15000 标准认证，这些认证都比 ITIL 要高。
问：有没有 ITIL 的兼容产品。
答：没有人能证明其为符合 ITIL 标准的产品， ITIL 是服务，无法用标准去衡量。
问： ITIL 适合小型，中型和大型企业。
答：这是事实！任何人都可以实施 ITIL 。这是有道理的，尤其当你的服务台团队规模大于 5 。
问： ITIL 并不代表某个公司或个人的利益。
答： ITIL 不是为了盈利而采取的。

 

ITIL is not about Complicated Process Maps >

 

ITIL is not about complicated strict process maps. You should not follow someone else’s process or the processes defined in some book. When you learn ITIL, don’t start drawing detailed process maps for all the modules, taking it to consultants to ask whether they are in line with the ITIL specifications. The Truth is that consultants cannot help you without understanding how your support works.

 

ITIL 不是复杂流程图

 

ITIL 不是复杂严格的流程图。你不用按照别人的过程或是书本上定义去做，当你开始学习 ITIL 时，不要死记那些流程图，同时考虑顾问的建议，你所做的是否符合 ITIL 的规范。事实是，顾问如果没弄清你的具体工作，不能帮你开展 ITIL 的。

 

ITIL Service Support will be our focus >

 

Today, IT Helpdesk is the lifeline of any business from small to large and most IT managers and helpdesk managers are struggling to have an efficient and productive helpdesk. We will focus on this problem here.

As ITIL Service Support offers best practices framework for IT helpdesk, let us see how ITIL can help helpdesk managers and IT managers. ITIL’s IT Service Support Module offers best practices to make sure IT Services are highly available. Manage Engine Service Desk Plus Enterprise Edition implements these IT Service Support modules.

 

ITIL 服务支持将是我们的重点 >

 

现在， IT 桌面支持是大多数企业运维的基础， IT 经理和管理人员的职责是都在营造一个高效率的和富有成效的服务平台。我们将在这里集中讨论这一问题。

 

提供 IT 最佳实践框架服务平台是 ITIL 服务支持的重点， ITIL 的服务平台如何能够帮助 IT 管理人员和经理呢？ ITIL 的服务支持模块提供了最佳做法以确保 IT 服务的高可用性。技术管理服务平台是附加在企业版工具来实现了这些 IT 服务支持模块。